HR Service Delivery with ServiceNow for ESM

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Case Study: Cloud & Operations


A conglomerate that owns and operates several international global online travel brands was utilizing ServiceNow across its enterprise in a decentralized delivery model. While the core IT team owned and maintained global changes on the platform, some individual teams throughout the company would configure it according to specific departmental needs.

One of those departments was human resources (HR), which needed to build out a development capability on the platform in order to meet its long-term needs. However, the team did not have the right resources and needed to update several of their processes that had become antiquated

The HR team looked for ServiceNow competency to help develop more automated workflows and mature its processes and delivery capability. From numerous prior engagements with the client, AIM Consulting had earned a great reputation as a provider of technology consulting services. Being a ServiceNow Partner, AIM Consulting was called in to help the HR team with its efforts.


An AIM ServiceNow architect and developer was added to the team to provide the immediate capability they were looking for and to help their own resources ramp up on the platform. The client had its PMs provide the necessary objectives and requirements, while AIM focused on defining the correct architecture and developing the platform as needed to achieve the desired outcomes.

AIM began by becoming familiar with the existing client environment, looking at existing processes in the platform and relating the information collected to the change that would be needed in order to meet the business needs and requirements. AIM then architected and built out the solution, with numerous demos and workshops with stakeholders to incorporate their feedback and share in the progress that was being accomplished.  Prototypes were also delivered to drive conversation around more complex topics and future enhancements to the platform. Following the validation, testing, and acceptance cycles, changes were transitioned through to production.


Because of AIM’s inclusion of prototyping and demos, the solution was released smoothly, without issue or incident. The HR team now has an increasingly mature service catalog that managers and end-users can access in order to take advantage of various HR-related services. The client was so impressed with the depth of AIM’s ServiceNow expertise that it relied on AIM to assist the company in building out its own HR ServiceNow delivery team to maintain the system moving forward.

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